KY-Fall-25-Magazine-digital by Big I Kentucky

When Kentucky businesses need a time-tested provider for their insurance needs, they turn to KEMI. As Kentucky’s leading provider of workers’ comp, employers in all 120 counties from Pikeville to Paducah have counted on KEMI for our ﬁnancial stability, competitive rates, and superior service since 1995.

We’re committed to delivering on the promise to be here when our customers need us the most. Since 2010, KEMI has paid over $104 million in dividends to policyholders, and we’ve lowered rates by 40% thanks to our sound underwriting principles, a focus on workplace safety, and proactive claims management.

To learn more or obtain a workers’ comp quote, visit us online at kemi.com or speak with an underwriter at 1-800-640-KEMI (5364).

Chair From the

A MESSAGE FROM CHRIS WISEMAN

Support for Your Agency on All Fronts

For years, the heart of the Big I Kentucky’s products and services has been the E&O program, created specifically for the benefit and protection of member agencies. E&O insurance through Big I Kentucky ensures your agency is safeguarded against the unexpected, allowing you to focus on what matters most – serving your clients. Call Kristie if you’re not already taking advantage.

Our association also has a robust commitment to advocacy. Big I Kentucky serves as your legislative champion, working tirelessly at both the state and national levels to ensure that the interests of independent insurance agents are represented. Insurance is such a highly regulated industry and we work hard on the political front to keep it a healthy and vibrant structure that serves you and your clients. I encourage you to get involved!

Networking is vital to industry success, and Big I boasts a full roster of events that bring our industry professionals together. From annual conventions to specialized workshops and social gatherings, Big I Kentucky events are thoughtfully curated to foster meaningful connections, celebrate achievements and inspire collaboration across our insurance community.

But we aren’t stopping with these tried-and-true membership benefits. Our association is always listening –and acting. Based on feedback from our most recent member survey, I want to remind you of a robust suite of products and services targeting the challenges you identified as most urgent.

• Employee Compensation Strategies: Competitive compensation is critical for attracting and retaining top talent. The new Compensation 360 is underway, a national data collection that will provide our membership with state and national compensation information. These resources will provide insights, benchmarking data and actionable strategies that help member agencies develop packages aligned with industry standards and employee expectations.

• Strategic Planning: Success requires a roadmap. Big I Kentucky offers tools and guidance to help agencies chart a course for growth, resilience and operational excellence, from business planning templates to expert consultations.

• Perpetuation and Succession Planning: Preserving your agency’s legacy is nonnegotiable. We deliver solutions for succession planning, ownership transfer and long-term sustainability, ensuring your business is built to last.

• Agency Valuation: Knowing your agency’s worth is key to informed decisionmaking. Our valuation resources empower members to assess market value, prepare for transitions and maximize equity.

• Talent Acquisition: The right people make all the difference. The talent acquisition programs connect agencies with a pool of qualified candidates, offer hiring best practices and support onboarding for lasting success.

As Kentucky’s independent agency community, your dedication is the lifeblood of our association. Thank you for your continued support and engagement. I encourage you to dig into these exclusive resources, programs and opportunities available through your association. Together, we can navigate challenges, celebrate successes and build a thriving future for our agencies and communities.

Commissioner’s Desk

During the week of October 6-10, 2025 the Kentucky Department of Insurance will undergo our five year accreditation review conducted by the National Association of Insurance Commissioners (NAIC). This peer review by an independent team of experts, will assess Kentucky’s compliance with financial analysis and examination standards, our adoption of model laws, our organizational practices and our personnel qualifications.

The NAIC Accreditation Program was established to develop and maintain standards to promote effective insurance company financial solvency regulation. The purpose of the accreditation program is for state insurance departments to meet baseline standards of solvency regulation, particularly with respect to those insurers selling in multiple states. NAIC accreditation assures that non-domestic states can rely on the accredited domestic state regulator to make sure that the insurer has the necessary financial reserves to pay any and all claims for which it is responsible.

By having national standards, we ensure that there is a consistent level of oversight for the insurance

industry with the ultimate goal to protect insurance consumers. The accreditation program also provides efficiency by having baseline standards for solvency that non-domestic states can rely on and reduces duplication of effort.

For example, New York state is an NAIC accredited state, so the Kentucky Department of Insurance can be confident that the New York Department of Insurance has the standards/laws/practices and personnel to protect Kentucky consumers who purchase New York Life insurance policies. Our national accreditation program means that states can depend upon the work of our accredited sister states.

The NAIC’s Financial Regulation Standards and Accreditation Committee consists of 15 state commissioners from across the country and is the body that ultimately decides whether a state meets the requirements to be accredited so as to provide financial protection for insurance consumers across the country. I have been chosen to Chair that Committee and it is a responsibility I take very seriously.

E&O: I’M GOING TO FIND OUT ANYWAY, SO YOU MIGHT AS WELL TELL ME

By: Louise Barron, Swiss Re Corporate Solutions

Overlooking the error of a high-producing agent, for example, will only delay correction until the next mistake. There needs to be consistency from management – from the receptionist to the lead producer; all deserve respect, understanding, and fairness in this situation. Management needs to be willing to look inward to see if there was something they could have done to prevent the mistake. Was the error due to a lack of training?

The Parenting Example

Dad: I’m going to find out anyway, so you might as well tell me the truth.

How many times have we heard that before?

Sometimes, agency management and staff can negatively resemble a family’s reaction when it comes to admitting they made a mistake or an error.

The stern father slamming the door and yelling in frustration. A worried mother overresponding by coddling the wrongdoer. The sister teasing her sibling for “always messing up.” The brother sneaking out of the room quietly because he knows he has made the same error.

The same way it strikes fear into kids, an aggressive response from management can lead to fear. Fear that they may be viewed differently because of the error, the loss of their supervisor’s approval, and, of course, employment repercussions. An overreaction will create a culture of fear, and no one will want to admit a mistake or a concern again.

willing to look inward to see if there was something they could have done to prevent the mistake. Was the error due to a lack of training?

A Different Approach

The best approach is to have an open-door policy. Creating an effective open-door culture can have countless positive outcomes for your agency. This top-down management approach relies on senior leadership to promote open communication and transparency in the agency.

As it relates to your agency’s E&O, a forthright and honest employee admitting an error is a requirement. It’s necessary to create trust in this area. However, there are so many other benefits.

The agency becomes a workplace that owners and employees are proud to be a part of. Staff will be more productive – there will be good morale. The office will be a safe place to learn and grow by learning from mistakes. This culture increases loyalty in both management and peers.

Below are suggestions to create opportunities for conversations to discuss concerns, mistakes, or obstacles that staff encounters.

• New employees should have an introduction to E&O as part of their onboard training. A new employee may not have any knowledge of what an errors & omissions insurance policy is and how it provides financial protection for the agency. They will need to know their part in abiding with this insurance contract.

Note: This is also the first opportunity for management to present their stance regarding the importance and value of the open-door policy to a new employee – a time to communicate that staff can reach out at any time to ask questions, make suggestions, and address problems.

• Every agency employee should attend a risk management class sponsored by the agency’s E&O carrier. E&O seminars are an excellent way to increase procedural and knowledge-based E&O risk management awareness to agency personnel. After class, regroup and ask if the employee has any questions about what they heard.

• Regularly schedule one-on-one meetings between a supervisor and employees. An employee feels most comfortable admitting an error or raising a concern privately.

• Office décor has an effect on both mood and morale in a workplace. Hang motivational art in the office with positive messages, including learning from mistakes.

• Agencies should have periodic internal audits and file reviews. It is important to have another set of eyes reviewing files to confirm staff is following procedures.

• Have an external procedures audit; an E&O audit brings an independent eye to reviewing an agency’s operations, which can help reduce E&O exposures, improve customer service, increase sales opportunities, establish strong agency procedures, and create a culture of E&O risk management awareness with agency staff.

You will know that you have achieved success with the agency’s open-door policy when employees frequently come in your office to share successes as well as challenges and, yes, mistakes. Just like a parent responding to their family member admitting an error, a calm and thoughtful response is important as it sets the stage for future situations.

When an employee owns up to an error, thank them for their honesty, don’t overreact, and be empathetic. Ask what could have been done to prevent the error and make a plan to correct the mistake. And if appropriate, chalk it up to experience, then move forward.

About the Author

Louise Barron is a Vice President and Senior Underwriter in the US Agents E&O Program of Swiss Re Corporate Solutions. She has been actively involved in protecting the errors and omissions of independent insurance agents for more than 20 years.

Copyright 2022 Swiss Re. All rights reserved. You may use this for private or internal purposes, but note that any copyright or other proprietary notices must not be removed. You are not permitted to create any modifications or derivative works of this or to use it for commercial or other public purposes without the prior written permission of Swiss Re.

HOW TO NAVIGATE COMMON GROWING PAINS IN INDEPENDENT INSURANCE AGENCIES

By: The AgencyFocus Team

As independent agencies grow, they often encounter a range of challenges that feel like growing pains. These hurdles can be frustrating, but they’re also signs of progress. Recognizing them early and having a strategy to navigate each one can help agencies maintain momentum, preserve culture, and build a strong foundation for the future.

Here are the most common growing pains agencies face as they scale:

Leadership Bottlenecks

In many agencies, the founder or principal wears too many hats for too long. As the agency grows, this centralized decision-making model becomes unsustainable. It slows down operations, causes burnout, and limits team development.

Solution: Delegate authority by clearly defining leadership roles, building a strong middle-

management layer, and investing in leadership training. Letting go doesn’t mean losing control. It means setting up the right structure to grow beyond the founder.

Lack of Defined Process

When an agency is small, informal communication and flexible systems may work. But as staff and clients increase, the lack of consistent procedures can lead to confusion, rework, and customer dissatisfaction.

Solution: Document standard operating procedures (SOPs) for everything from quoting and renewal processes to hiring and onboarding. Use technology to streamline workflows and reduce manual handoffs.

Hiring the Right People at the Right Time

One of the most difficult transitions is scaling your team. Agencies often wait too long to hire, overhire too

quickly, or bring on the wrong people for the stage they’re in.

Solution: Hire ahead of the curve when possible, focusing on people who align with your culture and bring skills that support your strategic goals. Consider building job descriptions around the work you need done, not just who left or what’s always been.

Inefficient Use of Technology

Many agencies operate with outdated or mismatched systems. As they grow, the patchwork of tools and manual workarounds creates inefficiencies and data blind spots.

Solution: Invest in platforms that scale with you. Review your tech stack regularly, eliminate redundancies, and ensure your systems are integrated and aligned with your business objectives.

Misaligned Compensation and Incentives

As the team grows, compensation structures that worked in a smaller agency may no longer motivate the team or may even create internal friction. This is especially true when producers, service staff, and leadership roles evolve.

Solution: Revisit compensation plans to align with your current goals and financial position. Balance incentives between new production, client retention, and operational efficiency. Transparency is key.

Culture Dilution

Culture can shift quickly when headcount grows. Without intentional effort, the values and personal connections that once defined the agency can weaken.

Solution: Define your culture intentionally and communicate it often. Build it into your hiring, onboarding, and performance processes. Culture isn’t just what you say, it’s what you do, celebrate, and hold people accountable to.

Client Segmentation and Service Inequity

As books grow, service expectations vary widely across clients. This can result in uneven client experiences,

over-servicing low-revenue accounts, and strained team capacity.

Solution: Segment your clients and establish tiered service models. Use data to understand which clients generate the most value and how best to support each segment without exhausting your team.

Inadequate Financial Visibility

When an agency grows, so does its financial complexity. Leaders often lack the timely, detailed insight needed to make strategic decisions around hiring, reinvestment, or expansion.

Solution: Move beyond basic bookkeeping. Implement financial reporting that breaks down revenue, expenses, profitability, and cash flow by segment or producer. This empowers smarter, faster decisions.

Change Resistance

Every new phase requires change, new tools, new roles, new ways of thinking. But many team members struggle to adapt, especially if they’ve been doing things a certain way for years.

Solution: Communicate the why behind each change. Provide support, training, and room for feedback. The more people feel included in the evolution, the more likely they are to embrace it.

Lack of a Clear Long-Term Vision

Growth for the sake of growth can lead to mission drift. Agencies without a clear roadmap often find themselves spread too thin, reactive instead of strategic, and unsure where to go next.

Solution: Revisit your mission, vision, and goals regularly. Where do you want the agency to be in three, five, or ten years? Use that vision to drive decisions, rally your team, and measure success.

Growth isn’t painless, but it’s a sign that your agency is succeeding.

By recognizing these common growing pains early, you can take proactive steps to address them, avoid costly missteps, and build an agency that thrives not just in size, but in strength, culture, and sustainability.

AI AND PROFESSIONAL LIABILITY

ACHIEVING BALANCE BETWEEN RISING ADOPTION AND GENERATING RISK

By: Sal Pollaro, Markel

Artificial intelligence (AI) is revolutionizing the operational landscapes of companies across every industry, driving efficiency, innovation and competitiveness. Global AI adoption surged to 72% in 2024.1

Most notably, 56% of businesses are using AI for customer service, 51% for cybersecurity and fraud management and 30% for recruitment efforts.2

The professional services sector is already reaping the benefits of this sophisticated, multifaceted technology in these significant ways:

• Data-driven insights and predictive analytics lead to better-informed risk assessments, financial planning decisions and business outcomes

• Automation of highly manual tasks improves operational efficiencies

• Seamless, intuitive touchpoints enhance customer experiences and promote client engagement

• Classification and automatic encryption of data boosts compliance with state, federal and international data privacy laws

With any innovation comes new and increased risk as well. While AI brings significant value

to the professional services world, it carries grave risks for businesses as well. Over half of organizations using AI report inaccuracy, intellectual property infringement and cyber vulnerability as relevant risks, and 44% indicate they’ve experienced at least one negative consequence because of AI use.1 Common issues that carry far-reaching professional liability risk include:

Transparency and accountability issues result from the lack of clarity around how AI algorithms make decisions. Datasets with historical biases can lead to misinformation and discriminatory practices. For example, AI’s application as a resume review tool has resulted in claims of age and gender discrimination.

Professional errors cause damage when the AI tool makes a mistake that leads to financial loss or harm to a customer. Professionals who rely on or implement these systems could face liability. For instance, brokers and financial advisors utilizing AI to offer financial advice could face legal risks if the technology prioritizes conflicting interests or generates misleading recommendations.

An uptick in the frequency and severity of cyber events is being fueled by nefarious threat actors using AI tools to launch sophisticated cyber-attacks and bypass security measures. Open-source data can generate and execute widespread phishing attacks with more legitimate and convincing workplace emails. AI deepfake scams are also increasing in severity as AI improves its ability to create deceivingly realistic videos, images and audio used to impersonate individuals or spread misinformation.

How Businesses Can Reap AI’s Benefits and Mitigate its Risks

Addressing evolving AI risks requires a multifaceted approach. The following four robust risk management practices, including developing clear guidelines for AI usage, ongoing

monitoring of AI systems and a commitment to ethical and responsible AI development and deployment, can help reduce your professional liability risk:

Stay

up to date on emerging AI laws

While there isn’t an overarching federal law that governs the utilization of AI, regulators including the US Department of Health and Human Services, the Federal Communications Commission and the European Union’s Parliament have recently implemented laws to safeguard and limit the application of AI. The EU published the AI Act, the world’s first comprehensive AI law, in August 2023, and the U.S. Senate AI Working Group issued their Roadmap for Artificial Intelligence Policy in May 2024.

Create AI usage policies and procedures that align with best business practices

Craft a policy to establish transparency and clear boundaries about your business’ AI usage. A strong policy will provide critical guideposts to frame usage while demonstrating strong corporate governance and responsibility. Use the following as a springboard for your AI policy framework:

• Document how AI tools can be used to enhance the value of your service

• List and train your team on risk management best practices to ensure AI use doesn’t uncover new forms of risk

• Build in guideposts to ensure humans remain involved in checking accuracy of AI generated information

• All work using generative AI should include an appropriate citation, for example: “This content was generated using (tool)”

• Document the extent of AI usage for internal business operations, like hiring decisions and external functions, such as AI chatbots to provide customer service.

Ensure human oversight across all AI systems and usage

AI must be monitored with continuous human oversight to ensure ethical usage and reduce

professional liability. Form an internal AI policy team to regularly audit, evaluate and monitor AI utilization across the organization, appointing specific employees to review systems for biases and ensure regulatory compliance. Assign responsibilities to employees within each department to oversee AI usage within their area. Clearly document and communicate who is responsible for making AI-related decisions, addressing concerns and providing solutions. Require close engagement between your board of directors’ disclosure committees and AI policy teams, with updates provided at least quarterly.

Conduct phased rollouts for new AI technology Mitigate early AI mistakes by taking a careful, methodical implementation approach to new technologies. Start by defining your goals and choose tools that best align with business objectives. Ensure diverse datasets are used to train models, tools and systems, conduct stringent quality control to check

for unintended biases and set realistic usage expectations with your teams. Invest time and resources into comprehensive employee training to foster adoption and understanding. Conduct pilot testing and gradually implement the new technology across the business to allow for corrections and adjustments through the rollout.

Balance Innovation with Robust Risk Management

AI creates great risks and rewards, offering significant growth and profitability potential while generating new security and compliance challenges for those in industries susceptible to professional liability claims. Find ways to balance the use of this rapidly evolving, unparalleled technology alongside proactive assessment measures to limit unintended consequences and bias so AI can transform your business for the better.

CASH BALANCES ARE UP NOW WHAT?

For an independent insurance agency, strong cash reserves can be a double-edged sword. While having strong cash reserves is certainly a positive, effectively managing the balance between liquidity and returns requires careful strategy and disciplined financial management.

With the right insights, tools and banking partner, independent agencies can navigate these financial challenges in a way that optimizes returns without sacrificing liquidity or taking on unnecessary risk.

Your independent insurance agency is flush with cash. Great! Now what?

Some of the challenges agencies face when they have an influx of cash include the temptation to overspend, focusing on short-term investment strategies and complacency by letting the funds sit idle. Through it all, the importance of finding and communicating with a trusted banking partner is essential for getting the right guidance no matter where the agency and the economy stand.

By: Patricia Smith, Insurbanc, for The Standard

Challenges with Strong Cash Reserves

One of the first challenges agencies face when flush with cash is the temptation to overspend. A surplus can create a false sense of security, leading to less disciplined financial management. It’s natural to feel more confident with a cushion in the bank; however, this can sometimes lead to poor decision-making if not managed properly.

It’s important to lay out clear financial guidelines and stick to them — even when the bank account is overflowing. By implementing strict budget controls and regularly reviewing spending against these controls, agencies can maintain the discipline necessary to ensure their cash reserves are being used wisely and effectively.

Although overspending is one of the main challenges agencies confront when cash reserves are strong, complacency is equally as challenging. Agencies face the risk of becoming too comfortable with their current financial situation, leading to missed opportunities and idle funds.

It’s vital to remain proactive in seeking ways to reinvest those reserves into growth opportunities.

Whether it’s acquiring a new book of business, expanding services or investing in new technologies, agencies should always look for ways to put their cash to work. Regular financial reviews with their banking partner can help identify these opportunities, ensuring that agencies are not leaving money on the table.

Long-Term Focus

Another challenge that arises is a lack of focus on long-term investment strategies. With an excess of cash flow, agencies may not feel the urgency to plan and execute investment strategies that will yield high returns over time. Instead, they might opt for short-term gains, which don’t contribute to sustainable growth.

Just as with complacency, to develop a robust investment strategy, it’s crucial for agencies to work with a knowledgeable banking partner that understands the insurance industry. For example, utilizing products like overnight sweep accounts can be highly effective. These accounts automatically transfer excess funds into higher-yielding investments overnight, ensuring that cash isn’t sitting idle without generating returns.

In today’s age, technology plays an important role in optimizing cash management. Online banking platforms and other cash management tools allow agencies to monitor accounts, transfer funds and track financial transactions in real time. These tools make it easier to manage cash effectively and minimize the risk of missing out on investment opportunities.

In general, automated sweep accounts can transfer excess funds into high-yielding accounts daily, ensuring that an agency’s extra cash is always generating returns. By leveraging these technologies, agencies can reduce the

manual effort required to manage their cash and ensure that their reserves are being optimized.

Between the challenges of overspending and letting cash sit idle, another big challenge for agencies in cash management is finding the right balance between liquidity and returns. Investing cash in high-yield, longer-term investments can potentially generate greater returns, but it also ties up the cash and reduces liquidity. Striking the right balance between liquidity and returns is crucial for managing risk and ensuring financial stability.

Cash Sweep Example

A cash management sweep product linked to the agency’s operating account is an effective method for maximizing returns on idle funds while ensuring liquidity. Here is an example involving excess funds of $100,000 sitting idle in an operating account. With an initial interest rate of 5.04%, the agency has the potential for earning significant interest, even amid fluctuating rates.

Assume in the first three months the rate remains at 5.04%. However, the next three months rates begin to dip to 4.04%, then 2.04% for the next quarter, and finally rates decline once again to 1.04% for the last three months of the year. The calculation of the total interest earned from this investment example is broken down as follows:

1. First Three Months: Interest = $100,000 x 5.04% x (3/12) = $1,260

2. Second Three Months: Interest = $100,000 x 4.04% x (3/12) = $1,010

3. Third Three Months: Interest = $100,000 x 2.04% x (3/12) = $510

4. Final Three Months: Interest = $100,000 x 1.04% x (3/12) = $260

The total interest earned throughout the year would be approximately $3,040.

This illustration underlines the value of cash management sweep products; they allow agencies to generate returns on excess funds without sacrificing access to capital. Even as rates decline, a disciplined approach to managing idle cash can lead to substantial annual earnings, highlighting the importance of strategic financial planning in today’s fluctuating interest rate environment.

When rates are rising, there are other strategies to consider such as laddering certificates of deposit (CDs). CD ladders involve spreading investments across multiple CDs with different maturity dates, allowing agencies to access their funds at regular intervals while still earning higher returns. This approach provides both liquidity and the potential for increased earnings, making it an attractive option for agencies with excess cash.

Value of Financial Reviews

Having a reliable banking partner that not only provides essential financial services but also comprehensively understands the unique operational needs of an independent agency is invaluable. Such a partner recognizes the distinct cash flow patterns associated with independent agencies, including the inflows of commissions, as well as contingencies, and the outflows of carrier payments.

This understanding is crucial, as it allows the bank to offer tailored financial solutions that accommodate the timing of claims and renewals, thereby ensuring seamless liquidity management. A comprehensive financial review with a banking partner can uncover opportunities to save costs, improve efficiencies and maximize returns. It’s important to conduct these reviews annually, even without an immediate lending need.

A financial review should encompass deposits, services and internal operations, as a good banking partner can provide ways to reduce costs and

improve efficiencies through simple cash management solutions. Regular check-ins with its banking partner ensure that the agency’s financial strategy remains aligned with current market conditions and its longterm goals.

When managing large cash reserves, it’s important to be aware of the risks involved. Highyield investments can be tempting, but they often come with the risk of losing principal or encountering hidden fees. It’s essential for agency owners to fully understand these risks and to work closely with their banking partner to assess the true cost of any investment.

Transparency and open communication with the agency’s banking partner are key. By discussing the agency’s goals and plans, the partner can help the agency owners identify the best investment opportunities that align with their objectives. This collaboration ensures that the cash reserves are being managed in a way that maximizes returns while minimizing risks.

Strategic Cash Management

Being flush with cash requires a strategic approach to ensure that these reserves are working for the agency. By focusing on disciplined spending, long-term investment strategies, balancing liquidity and returns, leveraging technology and maintaining a strong relationship with a knowledgeable banking partner, agencies can optimize their cash reserves for maximum benefit.

In today’s volatile economic environment, agencies that actively manage their cash are better positioned to navigate challenges and capitalize on growth opportunities. By taking a proactive and strategic approach to cash management, agencies can ensure they remain financially healthy and ready to take advantage of whatever opportunities the market may present.

All the agency tech guidance you need in one place.

Catalyit is the ultimate technology ally for independent insurance agents. We’re here to guide you through the tech landscape to help your agency thrive in the digital age.

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Smart Technology Choices

Avoid costly mistakes with our trusted guidance.

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Leverage our insights to get the most out of your tech investments.

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Keep ahead with the latest in tech trends and updates.

Save Time

Efficient solutions that let you focus on what matters—your clients.

Achieve More

Stress less about tech and focus on growing your business.

Start transforming your agency today!

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Understand your tech needs and how to fulfill them.

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Get the latest AI news and recommended tools.

Guides & Reviews

Make informed decisions with our comprehensive reviews.

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UNLOCK 10X GROWTH... ...IN YOUR COMMERCIAL BOOK USING AI

By: Catalyit

Automating Manual Tasks with AI

In commercial insurance, time is a precious resource. Manual work such as data entry, document generation, and processing can consume hours each day, pulling your team away from strategic activities.

AI automates these repetitive tasks with speed and accuracy. It can enter information into multiple systems at once, reducing errors and accelerating the quoting process. Instead of waiting days for quotes, clients can receive them in minutes. By automating routine work, your team has more time to focus on relationships, expert advice, and closing deals.

Enhancing Client Responsiveness

Today’s clients expect quick, consistent service. Delays create frustration and lost opportunities.

AI tools like chatbots and virtual assistants handle common questions, gather details, and provide instant responses—even after hours. AI can also track inquiries, manage follow-ups, and ensure nothing slips through the cracks.

Faster responsiveness builds trust, strengthens loyalty, and positions your agency as even more clientfocused.

Unlocking Cross-Selling Opportunities

Cross-selling is essential for growth, but spotting opportunities is often difficult. AI can analyze client data and reveal gaps in coverage.

For instance, many commercial accounts lack cyber or EPLI protection. AI reviews policies, identifies missing coverages, and recommends relevant options.

Proactive cross-selling not only increases revenue but also helps clients feel more secure and protected.

Streamlining Renewals and Workflows

Renewals often consume time without driving new revenue. AI can change that.

By identifying gaps and recommending updates during renewals, AI transforms them into upsell opportunities. It can also create coverage comparisons that help clients make informed decisions. The result is improved efficiency, stronger client trust, and long-term relationships.

Attracting and Retaining Top Talent

The insurance industry faces a talent shortage, and agencies need to stand out as modern workplaces. AI makes your agency more appealing to skilled professionals.

Younger employees want to use advanced tools. By implementing AI, you provide technology that eliminates tedious tasks and supports meaningful work. AI also reduces long hours by automating timeheavy processes, improving work-life balance. This combination boosts satisfaction, helps retain top performers, and attracts tech-savvy talent.

Ensuring Security and Compliance

AI adoption must be secure and compliant. Data privacy and client confidentiality are non-negotiable in insurance.

Choose tools that meet standards such as SOC 2 and HIPAA. Avoid free consumer AI platforms that may not protect sensitive data. Instead, invest in enterprise or industry-specific AI solutions with stronger security. This safeguards client trust and strengthens your agency’s reputation.

The Bottom Line

AI is not a distant trend. It is a practical tool that helps agencies:

• Automate manual tasks

• Improve responsiveness

• Unlock cross-selling opportunities

• Streamline renewals

• Attract and retain talent

• Stay secure and compliant

By embracing AI, your commercial insurance agency can become more efficient, client-centric, and growth-focused. The agencies that adopt AI thoughtfully today will be the ones leading tomorrow.

NOBODY LIKES “YIKES”

The new E&O Guardian insurance agency risk management web site is designed to arm Big “I” members with information and tools to mitigate agency errors and omissions. Big “I” members can tap into a variety of educational materials designed to safeguard your agency. Explore the site and dive into specialty agency risk management articles on a wide variety of topics, recorded webinars, sample checklists, sample letters, an archive of newsletters, and more. Learn how to avoid

WHAT'S COMING UP: MEDICARE ADVANTAGE THIS NEXT LEG. SESSION

By: Darren Grubb, Medicare Advantage Majority

Healthcare debates in Washington can sometimes feel far removed from daily life. However, what is being discussed right now will directly impact seniors in Kentucky and the agents who work with them every day. Medicare Advantage, a program that more than half a million Kentuckians count on, is facing proposals that could roll back benefits and raise costs.

That should concern all of us. Medicare Advantage has built its reputation on giving people dependable, affordable coverage. It is not just about doctor visits. It is prescription drug coverage that keeps medications within reach. It is preventive care that helps catch problems before they become emergencies. It is support services like rides to appointments or home-delivered meals after a hospital stay. For families juggling work, caregiving, and the cost of daily life, these services are essential for staying afloat.

The proposal in Congress, known as the No UPCODE Act, risks undoing that progress. If it moves forward, seniors could see higher premiums and fewer benefits. In-home health assessments that often detect serious issues early could be restricted. The impact would fall hardest on those who already have the most at stake —

seniors managing multiple health conditions, people in rural areas, and families living on fixed incomes. For them, losing these supports would not be an inconvenience. It would mean worse health outcomes and higher costs.

Independent agents know what this looks like on the ground. When benefits shrink, clients are the first to call. When costs rise, families are left with difficult choices. Medicare Advantage has been a stabilizing force for seniors and a program agents can point to with confidence. Weakening it now would be a step backward for everyone.

This is where The Big I’s mission comes in. Independent agents are trusted advocates for their communities, helping people protect what matters most. Standing up for Medicare Advantage is part of that responsibility. It is about ensuring seniors have access to care that is affordable, reliable, and flexible enough to meet their complex needs.

The debate may be taking place in Washington, but its impact will be felt in every town across Kentucky. Seniors and their families deserve a program that works, and it is up to us to help keep it strong.

MARKETING REIMBURSEMENT PROGRAM 2025

All Big "I" members can access up to $1,000 in funds to offset the cost of marketing and customer experience improvement expenses.

Digital Marketing

Amplify your agency's brand and reach consumers in new ways with funds towards your digital marketing efforts.

Eligible efforts include but are not limited to online display and banner ads, paid social media ads, PPC ads, ads on streaming services like YouTube and Hulu, digital sponsorships, ads within apps, graphic designer costs for email and logo development, and more.

TechCompare Vendors

Members can choose to use funds towards marketing or customer experience improvements with any of Trusted Choice's Preferred Vendors that are listed on the TechCompare site and labeled MRP eligible.

Services include SEO, Websites, Automation, Digital Advertising and more.

Marketing Education

Empower you and your team to take charge of your agency's marketing with marketing education.

Members can use funds towards various marketing related education courses or marketing conference registration. Course topics including general marketing, SEO, small business marketing, social media marketing, and other related subjects are recommended.

All members have access to up to $1,000. Reimbursements are made at 50% of final cost. Members can utilize funds in one or multiple transactions. Members can only be reimbursed a maximum of $500 for any one TechCompare vendor. Program is first come, first served until funds have been depleted.

For full program details or to submit a reimbursement request visit trustedchoice.independentagent.com/MRP today!

AGENTS OF Solidarity

We’re with you every step of the way

Behind every Progressive agent is the support of more than 50,000 Progressive employees. It’s our mission to make sure you have the tools and resources you need to succeed.

From caring field sales reps to dedicated agent service teams, we’re ready to help you grow. Plus, we supplement your counsel and guidance with aroundthe-clock claims and customer service via our mobile app and online servicing.

Whether it’s sales, service, claims or anything in between, you’ve got a partner every step of the way.

TO LEARN MORE

Search for us online at Agents of Progressive, Progressive Connect, or Progressive Appointment.

Because, they’re not robots. They’re people.

Slips, sparks, tire blowouts — your clients never see them coming. West Bend is ready with the support and service they need to weather any storm. We help you deliver the coverage your clients need with the service they deserve.

That’s the power of The Silver Lining® . The Worst Brings Out Our Best®.

support forward-thinking entrepreneurs in their effort to build scalable InsurTech startups. We help them bring their products to market, so they can change the insurance industry faster than ever.

SOCIAL MEDIA

Scan the QR Code below to register for any upcoming event.

CLASSIFIEDS

Acquisitions

Established Louisville agency interested in acquiring insurance agencies in Jefferson and surrounding counties. If you are interested in selling, merging, or need assistance with perpetuation, we would like to talk with you in confidence.

Call Kevin Lavin, CIC or Philip Anderton, CIC, CRM at Sterling Thompson Company at 502-585-3277

Looking for Producers

Independent with top best markets looking to expand presence in Jefferson, Oldham or Shelby counties. Wanting Personal lines Producer or book of business to move or purchase. All arrangements possible, in strict confidence.

Please send inquiries to:

Turner Insurance Agency, 2460 Shelbyville Road, Shelbyville, KY 40065 or call Kurt Turner, CPCU at 502-633-6060.

We would like to thank our advertisers for their support. This publication would not be possible without you!

For classified ads or to advertise in the Kentucky IA, visit bigiky.org/magazine or call 502-245-5432.

Thank You 2025 Industry Partners

(as of 10/1/25)

Big I Kentucky gratefully acknowledges these fine companies, our 2025 Industry Partners. Without their assistance, fees for the events and programs throughout the year would be significantly higher and/or the quality of the program would be restricted. TO BECOME A SPONSOR OR FOR MORE INFORMATION ABOUT OUR INDUSTRY PARTNER PROGRAM, PLEASE CONTACT ERIN FOSSON, SALES & MARKETING DIRECTOR, AT 502-245-5432 OR EFOSSON@BIGIKY.ORG